It’s All About The Customer There is a lot of talk amongst organisations about how much they value their customers and how delivering a great customer experience is really important to their businesses. But looking at how many companies behave it seems that many are...

With personas we can bring the customer to life and articulate their hopes, dreams, aspirations and behaviours to the rest of the organisation, and in turn help it to align around their real needs and deliver excellent products, propositions and experiences. In this...

Anyone who can tell you that they can deliver a great customer experience without having a great employee experience is talking nonsense. There are reams of research, which show happy staff equals happy customers. This is the formula that leads to successful and...

CX Masterclass – Building a Customer-led business With Customer Experience being one of the few remaining sustainable competitive advantages, professionals and organisations are increasingly focusing their attention to honing their customer experience skills....

To truly understand a customer’s experience we need to see it through their eyes. Businesses have always been good at mapping processes, but often neglect the human element; if we can empathise with the emotional impact of a journey and understand its psychological...

This is the second of two articles that discuss how to hire a Chief Customer Officer. The first article focused on understanding the needs of the company – i.e. where are your business today, where do you want to be tomorrow and how fast do you want to get there. This...